A large image of financial numbers on a dashboard with the WellSky company logo in the corner

Simplifying Home Health Finance

Role
UX Researcher, UX Designer, Copywriter
Tools
Excel, PowerPoint, Calendly, Figma
Timeline
Jan 2020 - March 2020
Team
Tim Price (Principal UX Research), Rachel Lanham (UX Research), Emily Larson (Sr. Product), Nick Leija (Product), Vincent Chang (UX & Visual Design)

Small changes can make a big impact in healthcare.
‍
Home health agencies across the nation struggled to adjust to new financial regulations that took effect in January 2020.
To mitigate this problem, WellSky an electronic medical records company, created a specialized financial app for home health accountants to track and manage home health agency financial processes.

While the solution idea was great the design proved to be less than ideal. I discovered that accounts felt uneasy using the new experience. Labeling, CTA placement, and lack of system feedback negatively impacted the experience. Leveraging user research, I made minor design changes that improved the usability and perception of the experience.

Project Outcomes

The design team developed a lot of work in a short span of time in collaboration with the client.

34

AI use cases prioritized

Sequenced for initial roadmap creation and feasibility assessment analysis.

22

Priority employee groups identified

These roles were identified as high-impact roles that would benefit from AI enhancements.

3

Network build process maps created

These maps were utilized to identify cross-BU opportunities and drive value-driven ideation.

36

Value drivers identifed

Metrics and KPIs identified across BUs to align on for roadmap creation.

Project Impact

This was the first high visibility evaluative research project at WellSky and I had the luck of leading it.

8

Usability issues discovered

3 were high priority that impeded usage or task completion.

82.3%

Increase in ease of use for closing monthly finanicals

Participants reported substantial impact in round 2 of testing after redesign to address a usability issue.

331.5%

Increase in ease of use for running a trial balance

This dramatic improvement indicates that major usability issues were resolved, and users now find the task significantly easier to complete.

100%

Increase in enterprise empathy

This was the first high-visibility usability study and following its completion, several product teams requested UX services, leading to our first backlog of requests.

0 to 1+

Usability study cadance increased

Following this ininital study there was at least one or more usability study planned in a month (often 2-3) studies per month.

The Project

Click on the image to view case study details or download the pdf to view the full case study for what I did. If you have questions or need more details feel free to reach out to me for additional information.

WellSky Case Study Home Page, Simplifying Home Health Finance
Download Case Study⤻

Research Planning

I find that following a process and carefully planning research activities such as recruitment and user sessions ensures success on the project. I shared both documents with the entire team I was working on so that all project members involved could have awareness of the process, ask questions, and provide feedback. Ultimately, this careful documentation helped me keep my work organized and structured better and faster for insights generation. Click on the image or link to view the PDF version of the full document.

Usability Test Plan Link⤻
Image of a usability test word doc plan
Moderators Guide Link ⤻
Image of a usability test discussion guide

Interested in more? Check out other case studies.

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